Training and Quality Supervisor

• Observe Trainers during classes and provide practical, structured coaching and feedback on facilitation and delivery.

• Coach Trainers on facilitation, adult learning, classroom management, and effective delivery.

• Coach and develop QA Specialists on QA practices, calibration, evaluation, and quality standards.

• Support the onboarding and development of new Trainers and QA team members.

• Lead regular QA calibration sessions and help standardize QA practices across campaigns.

• Review training materials, assessments, SOPs, and job aids to ensure they are accurate, practical, and usable.

• Help create and maintain Training and Quality playbooks, standards, and best practices.

• Review training and QA results to identify gaps and recommend appropriate actions.

• Work with OMs to understand campaign Training and Quality needs and determine the appropriate support.

• Help prioritize T&Q support across campaigns based on business need, performance gaps, campaign complexity, and available bandwidth.

• Partner with Operations before rolling out new Training or Quality processes to ensure they work for the business.

• Support onboarding, refresher training, upskilling, and other T&Q activities as needed.

• Share and standardize best practices across Davao and Bacolod.

• Track Trainer and QA development and follow through on coaching actions.

• Support client discussions, calibrations, and Training and Quality concerns when needed.

• Identify capability gaps within the TQ team and recommend development actions.

• Help improve the overall Training and Quality function as FGC+ grows.

• 3+ years of hands-on experience in Training in a BPO or similar environment.

• 3+ years of hands-on experience in Quality Assurance in a BPO or similar environment.

• Strong experience across both Training and Quality. Candidates with experience in only one

function will not meet the core requirement.

• Strong BPO operations experience and understanding of how campaigns work.

• Strong facilitation and presentation skills.

• Experience observing, coaching, and developing Trainers and/or QA Specialists.

• Good understanding of adult learning, facilitation, and training methodology.

• Experience with QA monitoring, evaluation, and calibration.

• Experience developing training materials, SOPs, playbooks, job aids, or QA standards.

• Ability to review performance data and identify Training and Quality gaps.

• Strong communication and collaboration skills.

• Comfortable supporting multiple campaigns and working across Davao and Bacolod.

• Strong organization and follow-through.

• Proficient in MS Office.

• Shows ownership, initiative, and a continuous improvement mindset.

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:

• • Day 1 HMO
  • Competitive pay including incentives and generous allowances
  • Payment of all statutory government benefits
  • 25 days of annual paid leave some days are convertible to cash
  • 13^th month pay
  • Onsite medical support
  • Employee Engagement Events
  • Employee Referral Program
  • Skills, training for personal and professional development

A million possibilities are waiting to be ignited. Click "Apply Now"!